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Business Profile

Mortgage Broker

Primary Residential Mortgage, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

This profile includes complaints for Primary Residential Mortgage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Primary Residential Mortgage, Inc. has 243 locations, listed below.

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    Customer Complaints Summary

    • 39 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Their escrow department has made a mess of our escrow account. They are severely overcharging us a monthly amount and we aren't allowed to work directly with them. Also, their customer service department is not treating this with any urgency at all.

      Business Response

      Date: 03/27/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

    • Initial Complaint

      Date:03/12/2023

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Primary residential Mortgage and do not have a contract with them. They do not provide me with the original application like I asked.

      Business Response

      Date: 03/13/2023

      Thank you for sharing your remarks regarding
      your experience with our branch.
      We are focused on addressing all customer feedback and are committed to
      achieving the highest level of customer satisfaction. Our resolution team is
      currently reviewing your information, and a response will be supplied as soon
      as possible. If you wish to speak to someone on our team directly, you may
      contact our team at ###-###-####.

      Customer Answer

      Date: 03/15/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,

      ******* **********

    • Initial Complaint

      Date:03/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back on 1/16/23, I received a letter from PRMI requiring me to have flood insurance on my property on which I purchased right away and submitted to then back on 1/24/23. PRMI kept sending me threatening letters stating they will purchase a flood policy on my property on which i already submitted to them. They couldnt explain to me why they dont see i already submitted this. Then, they added escrow to my account charging me for the 30 day waiting period anybody has to wait for new policy. Then, they charged me for an entire year of flood insurance when i already purchased and submitted one. After many hours and talking with Supervisors, they assured me that the es row and overcharged were going to go away in weeks. Weeks went by and nothing. I called them today 3/10, and they told me escrow will stay and the overcharges. Also, there is nothing i can do to change that. I will seek legal actions against the bully and abusive actions from this company. I believe they want to push away clients with low interest rate like me of 2.5% to use the same funds and lend someone else for todays rates. Completely abusive and against the law. See you in court

      Business Response

      Date: 03/13/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

    • Initial Complaint

      Date:03/09/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a hardship I called in to Primary Residential Mortgage explained all of the details , and asked if I would qualify for any hardship , they advised me to send in documents that consist of the medical issues that caused me to have a hardship, I sent in the documents after going bac in forth for 6 months with *************************** and ****** they all were stating the same thing as they were not receiving any documents, I would call almost every day I emailed, faxed and had the office store sending in my documents, I would call them immediately after sending in documents then they would say it will be 30 days , foe them to review to provide me a decision, this went on from June of 2022 through November of 2022, in the beginning they advised their process of them receiving and reviewing my documents would take 30 days , as months went , It just felt to me they were dragging out the process to get more money from me that I didn't have, I still have every email that I sent with my concerns about my issue not being resolved causing me to get further in debt, after 6 months of going back and forth, on a resolution I was advised would take 30 days I received a letter in November stating I was approved for a financial hardship and that my mortgage would increase by ****** every month, It just doesn't make sense if I'm in a financial hardship how is Increasing my mortgage by ****** for the life of my loan going to help me. This has caused my credit score to go down after going through a divorce and raising 3 children I worked so hard to get my credit to a decent credit score . I an so disappointed in Primary Residential Mortgage, I had such good hope in lhem before this, I feel it is no way it will *********** months to reach a decision when the process was initiated at 30 days. I use to love this company, I even recommend some of my friends to this company,

      Business Response

      Date: 03/10/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

    • Initial Complaint

      Date:03/03/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date: 2/27/2023 Time: 9:43am EST I made a payment of $1040.00 by phone with ***** @ ************ I provided the routing and checking account numbers in double digits (ex. instead of 7, 0, 5,4,7,2, etc, I said 70, 54, 72, etc)***** repeated the digits back to me just as I gave them to him, 70, 54, 72, etc Today, 3/3/2023 at 3:09 EST, I received a call stating I provided the wrong checking account number and they listened to the recording and I agreed with what was repeated back to me by their representative and therefore I would be charged a return check fee of $30.00.Note. The female initially said they listened to it twice but before the conversation ended, she said she listened to it once when I pointed out the discrepancy in her statement. I asked to hear the recording, but was denied and told not without a subpoena.The discrepancy being 7, 5,4 with the correct numbers being 7,0,5,4 etc.; the 0 being omitted.I am adamant that I provided the numbers 70, 54, 72, etc, and ***** repeated them back to me 70, 54, 72; however the females I spoke with today (******** whom said she was a supervisor @apprx 3:09 EST) stated I said, 7, 5, 4, 7,2, etc. and the female representative before her stated I ***** repeated 75, 54, 72, etc. They are liars and ripping their clients off. The two of them didnt even have the same lie. This is clearly a rip-off. A reputable, customer oriented business would support their paying customer by giving them the benefit of doubt and/or proving their point by replaying the recording. This company is more interested in ripping their customers off of $30; which adds up over several customers, several times a year. Clearly their representative made a mistake in transposing or omitting numbers. It's very easy to type a number but repeat something totally different. However, after speaking with the 2 representatives today, it makes me think it was all done intentionally, hence refusing to allow me to hear the recording. Why is a subpoena needed to hear My conversation, about My account, with their representative. They are robbing their customers.My request is to hear the recording or my account being credited for the $30 return check fee. Thank you for your attention to this matter.***************************

      Business Response

      Date: 03/06/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you sent, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.

      Customer Answer

      Date: 03/12/2023

       
      Complaint: 19535944

      I am rejecting this response because:

      Sincerely,

      ***************************

      Customer Answer

      Date: 03/13/2023

      Primary Residential's response is an automated response stating they'll respond as soon as possible.   I would like a response to my compliant within 7 days.   

       

      Thank you

      Business Response

      Date: 03/15/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team has reviewed the information you sent, and we have waived the *** fee in the amount of $30.00. PRMI appreciates the opportunity to address your concerns. If there are any further questions or concerns, we are happy to discuss. Please contact ************* at ************** between the hours of 7:00 a.m.-5:30 p.m. MT Monday through Friday or visit our website at primeres.com.  

      Customer Answer

      Date: 03/15/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:03/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called Jeremy P******* about getting a mortgage line. I called him in January about getting a mortgage loan and stated I was not eligible for getting a mortgage loan. I stated the reason why. I called him in February stated my credit score has improved and he stated he could run my credit score until March 1. I called him several times on march1 and no answer. He text me and stated he was waiting for the results. On March 2, he called me back and stated my credit score was not up but down. I called him backed he stated I was not working on my credit score, I was wasting his time and money. He stated to pay debts and him him back in 4 months, when I was no longer a deadbeat person

      Business Response

      Date: 03/06/2023

      Thank you for sharing your remarks regarding your experience with our branch. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be supplied as soon as possible. If you wish to speak to someone on our team directly, you may contact our corporate office at ###-###-####.

    • Initial Complaint

      Date:02/15/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 2nd 2023 I paid primary residential mortgage $230 for some type of inspection they told me I needed to remove PMI from my loan. They told me I would hear something in the next 2 to 3 days. Today is February 15th and I have not heard anything at all.

      Business Response

      Date: 02/15/2023

      Thank you for sharing your remarks regarding our Servicing Team. We are
      focused on addressing all customer feedback and are committed to achieving the
      highest level of customer satisfaction. Our resolution team is currently
      reviewing the information you submitted, and a response will be provided as
      soon as possible. If you wish to speak to someone on our team directly, you may
      contact a customer service representative by calling ###-###-####

    • Initial Complaint

      Date:01/09/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I refinanced my home in order to put solar panels on my house. Primary Residential sent ****** to *********** and ****** they held back. Since then my interconnection application failed testing and *********** filed for Bankruptcy. Been attempting to get the ****** dollars back from Primary Residential Mortgage. They stated they sent the check to ***** Mac but ************** states they haven't recieved it I haven't recieved it and I can no longer get a hold of this ************************* who isn't responding to my messages or phone calls to ask them to follow up.

      Business Response

      Date: 01/09/2023

      Thank you for sharing your remarks regarding your experience . We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing your information, and a response will be provided as soon as possible.

    • Initial Complaint

      Date:12/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have continually called this company and nothing is being done, no notes on the account, and keep getting the run around. My account was transferred to this company effective Nov 2, 2022 - My November 2022 was already paid prior to and they are saying it is lost - which means I'd be paying double, which I am not going to. I keep getting put on long holds, and hung up on and no resolution. I cannot make the Dec 2022 and Jan 2022 payments until the issues w/Nov 2022 is resolved. No one will help and the customer service is downright terrible. Please BBB help, please. I am at risk of this being turned over to collections and ruining my credit.

      Business Response

      Date: 12/30/2022

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you submitted, and a response will be provided as soon as possible.If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.  

    • Initial Complaint

      Date:12/29/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have continually called this company and nothing is being done, no notes on the account, and keep getting the run around. My account was transferred to this company effective Nov 2, 2022 - My November 2022 was already paid prior to and they are saying it is lost - which means I'd be paying double, which I am not going to. I keep getting put on long holds, and hung up on and no resolution. I cannot make the Dec 2022 and Jan 2022 payments until the issues w/Nov 2022 is resolved. No one will help and the customer service is downright terrible. Please BBB help, please. I am at risk of this being turned over to collections and ruining my credit.

      Business Response

      Date: 12/30/2022

      Thank you for sharing your remarks regarding our Servicing Team. We are focused on addressing all customer feedback and are committed to achieving the highest level of customer satisfaction. Our resolution team is currently reviewing the information you submitted, and a response will be provided as soon as possible.If you wish to speak to someone on our team directly, you may contact a customer service representative by calling **************.  

    Primary Residential Mortgage, Inc. is NOT a BBB Accredited Business.

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